Jagdeep Kumar
Chandigarh
Summary
Experienced professional with over 14 years of experience, including tenure with a prominent US telecommunications company. Demonstrated track record of driving operational excellence and innovation across diverse industries. Skilled in workforce management, strategic planning, problem-solving, data analysis with a focus on optimizing resource allocation and achieving organizational goals. Proficient in communication, negotiation, and relationship-building, with a keen ability to interpret client needs and drive successful outcomes. I am seeking opportunities to leverage my expertise in a dynamic environment that values analytical thinking and leadership.
Overview
16
16
years of professional experience
Work History
Senior Process Manager
eClerx
Chandigarh
01.2025 - Current
- Cultivate and continuously update a deep understanding of business operations and technological requisites, driving operational excellence and innovation
- Formulate and maintain a comprehensive system plan encompassing operational needs, budgetary requirements, and schedule adherence, aligning strategies with organizational goals
- Develop and institute policies within the Management Information System (MIS) to ensure the accuracy and security of data, fostering data-driven decision-making processes
- Innovate and implement process enhancements aimed at boosting efficiency and cost-effectiveness, leveraging advanced analytical skills and problem-solving abilities
- Strategically plan and oversee the installation of software and hardware components, ensuring seamless integration within the existing infrastructure, and driving technological advancements
Process Manager
eClerx
Chandigarh
10.2021 - 10.2023
- Led process improvement initiatives, optimizing resource allocation and enhancing operational efficiency across multiple projects
- Implemented policies and procedures within the Management Information System (MIS) to maintain data accuracy and security, ensuring compliance with industry standards
- Executed routine maintenance and servicing tasks on the MIS system, minimizing downtime and maximizing system reliability
Assistant Process Manager
eClerx
Chandigarh
01.2018 - 10.2021
- Provided support to the Process Manager in driving process improvement initiatives, ensuring alignment with organizational objectives
- Assisted in the development and implementation of policies within the Management Information System (MIS) to enhance data accuracy and security
- Coordination with testing team in evaluating and benchmarking load testing requirement
- Managing projects in both Agile and Waterfall development environments
- Responsible for project initiation, planning, execution, monitoring and controlling & Closure
- Lead the teams of Java, J2EE, JSP, jQuery to programmers and front-end designers
Senior Analyst
eClerx
Chandigarh
04.2015 - 10.2018
- Introduce and improve software development processes and mentor team of new developments
- Mentoring, Training and lead a team on the projects
- Reviewing System Test Cases and doing end-to-end system testing for the final end deliverable
- Preparation of business scenario matrix and test case matrix, test execution, test reporting and defect reports preparation
- Involved in creating Business Requirement Documents, User Requirement Specification, and Functional Requirement Specifications
- Experienced in creating Data Flow Diagrams
- Involved in design and data modelling of the reports used for capacity management
- Identify process bottlenecks and implemented new and improved processes
Analyst
eClerx
Chandigarh
10.2012 - 04.2015
- Handled the cost estimation, scope and functional points of the projects
- Coordinated work between the client and the technical team
- Designed CSS, Java Script, JQuery library, prototype.js library and developed interfaces and handled various phases of application development
- Delegated tasks within the team and managed new resources and acquainted them with the underlying technologies and their responsibilities
- Involved in application development and in debugging of the application issues
- Assisted QA team in developing Test Scripts, Test Cases and Test Plans for the User Acceptance testing
Associate
Tech Mahindra
Chandigarh
01.2009 - 01.2012
- Took ownership of customer issues and trouble-shoot network issues remotely, maintaining SLA and providing hourly reports to clients
- Provided prompt resolution to customer issues within SLA, escalating unresolved issues to appropriate internal teams when necessary
- Collected prompt and accurate feedback from customers, documenting knowledge in the form of solution articles to improve efficiency and effectiveness
- Successfully identified and assessed customer needs to ensure satisfaction while keeping detailed records of customer interactions and providing support via calls
Education
Bachelor of Arts -
Kurukshetra University
India01.2009
Skills
- SQL
- Microsoft Excel
- Reporting & Analysis
- C
- JAVA
- C#
- VB NET
- Workforce Management
- Analytical Skills
- Workforce Planning
- Python
Projects
Official Business Tour, Currently on an official business tour at eClerx Mumbai office since 12/01/23, representing my company and department. Responsibilities include handling, recruiting, and launching the chat process, and managing MIS, and LAT at the new location. Successfully managing workflow and operations at both offices, ensuring seamless integration and efficiency. Real-time Employee Tracking Workbook (VBA & SQL), Designed a real-time employee tracking workbook using Visual Basic Application (VBA) to monitor and manage various aspects of employee status, including login/logout, break times, availability for calls, and engagement with customers. Real-time Metric Report (VBA) & Leave Tracker (VBA), Developed a real-time Metric report using VBA to provide an instant performance overview of all Key Performance Indicators (KPIs), significantly reducing the need for manual data handling. Utilized VBA to construct a leave tracker, streamlining the compilation of employee leave data and minimizing the need for excessive email communication. Business Success & Resource Utilization, Successfully launched a new business venture with 200 FTEs, surpassing competitor performance and earning the best partner award. Recognized for efficient resource utilization in 2022, demonstrating proficiency in cost-saving strategies and management.
Awards
- Employee of the Year, 06/01/22
- Business Special Award, 12/01/22
- Business Special Award, 03/01/23
- Appreciation on Effective Utilization of Resources, 09/01/22
Phone
+91, 9729242329
Timeline
Senior Process Manager
eClerx
01.2025 - Current
Process Manager
eClerx
10.2021 - 10.2023
Assistant Process Manager
eClerx
01.2018 - 10.2021
Senior Analyst
eClerx
04.2015 - 10.2018
Analyst
eClerx
10.2012 - 04.2015
Associate
Tech Mahindra
01.2009 - 01.2012
Bachelor of Arts -
Kurukshetra University
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